Posted today · be early
Support Engineering Manager
Canonical
WorldwideremotePosted today
Skill Required
Support-EngineeringTechnical-SupportEngineering-ManagementSupport-ManagerLinux-SupportSupport-Engineering-ManagerDirector-Of-Support-EngineeringEngineering-Support-LeadCustomer-Care-Engineering-ManagerTechnical-Support-ManagerService-Engineering-ManagerEngineering-ManagerSupport-Operations-ManagerEngineering ManagerEngineeringtroubleshootingVMwarewrittenLinuxCloudandAIFulltime
Key highlights
- Role open for candidates to lead either the Cloud Support Group or Devices Support Group
- Canonical employs 1200+ colleagues across 75+ countries in a primarily distributed workforce
- Includes a USD 2,000 annual personal learning and development budget
- Requires extensive technical-level CLI experience with Linux
- Offers a performance-driven annual bonus or commission on top of base pay
- Features twice-yearly in-person team sprints in interesting global locations
Role overview
Canonical is a leading global provider of open source software and operating systems, best known for its Ubuntu platform used across enterprise public cloud, data science, AI, engineering innovation, and IoT initiatives. The company operates a fully distributed global workforce of 1200+ colleagues across 75+ countries, with team in-person meetups held 2 to 4 times yearly in interesting global locations to align on strategy and execution. The company is founder-led, profitable, and growing, with customers including the world's leading public cloud and silicon providers and industry leaders across many sectors. This role is for a Regional Support Manager to lead either the Cloud Support Group or Devices Support Group, responsible for running world-class support teams that solve deep technical problems for global customers using Ubuntu Server, Ubuntu Desktop, and public cloud, while upholding core standards of customer focus and technical excellence.
Responsibilities
- Run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud
- Demonstrate customer focus – ensuring that customers are always satisfied with the service they are receiving
- Demonstrate technical excellence – ensuring that the support team is always up to date with the company’s technology, and that they perform sound and quick troubleshooting
- Management of a professional support team, including skills development and performance management
- Operational control, shift scheduling, accountability for key performance indicators (KPIs)
- Ensures that all customer cases are responded to within the SLA, and in a professional manner
- Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
- Accountability for customer satisfaction
- Contribution to the support knowledge base
- Continuous improvement to the team's processes and support service delivery
- Hire, develop and train support team to match business requirements
- Work with the leadership team to drive growth and transformation initiatives
Requirements
- Comfortable in a fast paced environment
- Able to take responsibility for delivering to customers
- Enjoys challenges
- Cares deeply about your team, their skills, and their career development
- Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
- Leadership experience
- Confidence under pressure, with proven track record of high customer focus
- Excellent communication skills (verbal and written)
- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
- Proven track record of contributing to Open Source projects
- Software development experience
- Experience in working in support organizations
- Hands on experience with Canonical's products
Nice to have
- Team management experience
- Preferably fluent in two languages, English being primary one
Benefits
- We consider geographical location, experience, and performance in shaping compensation worldwide
- We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance
- We balance our benefit programs to meet local needs and ensure fairness globally
- Performance-driven annual bonus or commission in addition to base pay
- Distributed work environment with twice-yearly team sprints in person
- Personal learning and development budget of USD 2,000 per year
- Annual compensation review
- Recognition rewards
- Annual holiday leave
- Maternity and paternity leave
- Employee Assistance Programme
- Opportunity to travel to new locations to meet colleagues
- Priority Pass, and travel upgrades for long haul company events
Additional details
- Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software.
- The company recruits on a global basis and sets a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.
- Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
- Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
- Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors.
- Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
- Originally posted on Himalayas